Delivery Information
We send all of our orders via Royal Mail. Delivery charges are added at checkout, once the delivery address has been added. The timescales below are intended as a guide only; once your item is dispatched by us, it’ll be in the trusted hands of Royal Mail. Please note that at exceptionally busy times, such as Christmas, your order may take slightly longer to get to you.
UK Orders
We are currently despatching orders as normal, Monday to Friday. We send all orders via the Royal Mail, who advises that First Class Delivery takes 1-3 working days.
International Orders
We send our international orders via Royal Mail’s International Tracked & Signed service. The Royal Mail gives the following delivery aims for international orders:
Europe delivery aim: 3-5 working days
Worldwide delivery aim: 5-7 working days
Returns
We hope you’ll be very happy with your Mouse & Sparrow purchase, but if you do wish to return your item/s, you can do so within 14 days of purchase, so long as it is unused, and in its original packaging. We’ll be happy to exchange the item for a replacement or to make a refund via your original method of payment.
We are not able to refund any postage charges, but we will send any exchange items free of postage charges. We cannot accept refunds or exchanges on earrings for hygiene reasons. Mouse & Sparrow offer a three-month warranty on all products; the warranty lapses in the event of incorrect use, third-party repairs and careless handling, and does not cover wear-and-tear on delicate items.
Returns By Post
Please return the item to us in its original packaging. Be sure to include your name, order number and contact details. We hope you’ll be able to use the returns labels we sent with your purchase, but if you can’t use it, please return to the following address:
Mouse & Sparrow
7 Garfield Close
Market Harborough
LE16 8GD
If your purchase is valued over £70, please make sure you send your return via a ‘Signed For’ service and, in all cases, please keep your proof of postage as we cannot be held responsible for any postal losses.
How We Will Respond
Once we received your return, providing it meets the returns conditions above, we will notify you of your refund within a reasonable period. Most returns will be processed within 14 days, although, on occasion, some returns may take up to 28 days. Your refund will be credited back to your original method of payment within approximately two days of being processed. Our delivery charges are non-refundable, and Mouse & Sparrow is not responsible for delivery fees or lost returns.
If the item was marked as a gift when purchased and shipped directly to you, we understand that you may prefer not to ask the purchaser for the receipt. We would therefore be able to offer you a gift credit for the value of your return, subject to the same return conditions as above.
Faulty Items
We’re always really disappointed on the rare occasions that customers receive an item that isn’t to our high standards. Faulty items will be refunded in full, including delivery charges for sending them to you and the cost incurred by you in returning them to us. Please contact hello@mouseandsparrow.com and include your order number and the nature of the fault.